2nd Lien Collections Specialist (On-Site)

Newrez•Tempe, AZ

6d•Onsite

About The Position

The 2nd Lien Recovery Consultant locates and contacts homeowners nationwide to collect charged-off unsecured and secured mortgage debt. The role negotiates repayment of defaulted mortgage debt, works to re-establish communication with customers, and seeks to minimize company losses while meeting servicing goals and providing quality service in compliance with state and federal guidelines, including FDCPA and CFPB requirements. The position involves contacting borrowers to cure delinquencies, establishing payment arrangements, identifying appropriate workout strategies, and using skip-tracing tools to locate borrowers with inaccurate contact information. The specialist reviews and underwrites borrower income using documents such as financial statements, tax returns, and credit reports to recommend feasible solutions. The role also includes maintaining a negotiating worklist, using LMS and DA Tool systems and delegated-authority tools, working with client matrices, handling homeowner questions and escalated files, and performing related duties assigned by management. This is an on-site role at an assigned office. The work takes place in a cubicle hub, often in a noisy environment, and requires prolonged stationary work, frequent computer use, phone-call handling, and effective verbal communication in English. Employees must maintain regular and punctual attendance, may need to work adjusted schedules, overtime, evenings, or weekends, and must have a smartphone meeting company security standards that can run apps such as Microsoft Authenticator.

Requirements

High school diploma or equivalent.
2–4 years of experience in collections and loss mitigation.
Familiarity with tracking databases and navigating the Internet.
Familiarity with loan terminology, rights, and processes.
Strong work ethic, high productivity, and acute attention to detail.
Strong numeric aptitude, problem-solving, and analytical skills.
Persuasive and professional communication skills.
Effective verbal and written communication skills.
Ability to work overtime as needed.
Regular and punctual attendance according to the schedule established by leadership.
Ability to work occasional adjusted schedules, overtime, evenings, and/or weekends as business needs require.
Ability to maintain focus on phone calls in a noisy cubicle environment.
Ability to perform sedentary work in a stationary position for prolonged periods and repetitive computer and phone tasks.
Ability to communicate effectively in English and accurately exchange information.
Must have a smartphone that meets company security standards and can install apps such as Microsoft Authenticator.

Responsibilities

Negotiate repayments on defaulted mortgage debt.
Re-establish and maintain communication with customers to minimize company loss.
Meet numeric standards and servicing goals while maintaining quality service and following state and federal requirements, including FDCPA and CFPB guidelines.
Contact borrowers to cure delinquencies and establish payment arrangements.
Identify and recommend appropriate workout strategies.
Use available skip-tracing tools to locate borrowers whose contact information is inaccurate.
Ensure calls and loss-mitigation efforts comply with company policies and procedures.
Use manual and dialer strategies to contact delinquent homeowners.
Address homeowner questions and concerns and provide complete responses to escalated files.
Review and maintain a personal negotiating worklist.
Analyze and underwrite borrower income using financial statements, tax returns, credit reports, and other documents to recommend feasible solutions.
Use the delegated authority tool and client matrices when determining workout strategies.
Communicate information effectively and accurately to others.
Perform related duties as assigned by management.